We speak constantly about Generation X, Y, and Z. We constantly draw differences when comparing with our generation (Wow, I am really dating myself now). We accept that thoughts, ideals, and priorities have changed and are vastly different today from our past. We spoke about “change being inevitable” and “to not change is fatal.” We need to embrace these changes to minimize the generation gap. No doubt future generations will also be different.
A very dear friend who has been a university professor for over 30 years reminds me constantly that teaching and motivating youngsters today is different. They have different priorities that drive them professionally and personally.
Successful leaders today acknowledge this and constantly seek new ways to train, inspire, and motivate their young teams.
Technology has helped us dramatically to accomplish more in less time. Can anyone today imagine doing anything without a computer and a smartphone? While so much has changed, service and hospitality have not changed so dramatically. Service remains fundamentally the core of any business. With technology, service delivery has changed but expectations of “good” service continue to strengthen steadily. For us in tourism and hospitality, service will always be a top priority.
In delivering service, emotions are always at play. Technology is not emotional.
There are no emotions in a screen, keyboard, and computer, and no emotions in a cell phone. However, people have emotions and service is delivered by people to people. We take advantage of technology to simplify processes but must always emphasize developing personal relationships, positive attitudes, engaging personalities, graciousness, and courtesies, all traits that are expected of service providers. Service is Emotional for the provider and receiver.
In developing the next generation of sales leaders, we focus on people skills, smiles, enthusiasm, and willingness to serve.
Technology will continue to effect change very rapidly moving forward. It is vital that our people skills must keep up and not fall behind. People represent our software and software drives the hardware.
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